Delivering Customer Service

Customer Service

CILEx will:

  • Provide clear information to all prospective students about educational opportunities with CILEx
  • Ensure all students know the exam results appeals procedure
  • Make every effort to ensure all documents and guidance given to students, centres and employees is clear and relevant
  • Monitor needs of employers to ensure the CILEx qualification remains relevant
  • Acknowledge registration of new student applications within ten working days
  • Produce assessment and examination certificates within 25 working days of result notification
  • Review the qualification unit specifications each year
  • Review the service processes twice a year


CILEx communicates with students, accredited centres, employers and the public in English

We aim to communicate effectively by:

  • Identifying ourselves by name and team when you call
  • Using clear English in our communications
  • Delivering key information and guidance on our website at
  • Publishing details of examination/assessment fees on our website and communicating with our centres each August
  • Running an annual centre information event
  • Providing information on entry requirements, the qualification structure and syllabus, examination/assessment timetables and fees, examination assessment regulations. After each examination/assessment series providing past examination papers and sample assessment materials, suggested answers and examiners’ reports and pass rates free of charge.

CILEx will report annually to stakeholders on performance achieved against all customer service commitments.

Information on fees for the various examinations can be accessed through the Examinations and Assessments page.

For further information please contact the Awards department on 01234 841000 or by email

Or write to us at:

The Chartered Institute of Legal Executive (CILEx)
Awards Department
Kempston Manor
Kempston Bedford
MK42 7AB